Email support Non existant

[Grego999]

Is it just me or do others find the complete lack of supports response, is one of the biggest 
downsides to dealing with Brokers such as IG. ??

This is not exclusive to IG but they are at the top of my list.

I emailed new accounts 4 business days ago with a follow up question,  and have still not had a response.
This is not the first time by any stretch of the imagination (as even I am prepared to give the benefit
of doubt, especially around this time of year) If it was a one off, I wouldn't be writing this.

What is really annoying is that I don't even l know if anyone has read my email enquirie/s

No acknowledgement, no notification that it's been received and someone will respond. Nothing!
How long do I need to wait? Even if I received a canned  email response saying we will respond
24/48/72 hours or whatever. I would not have to continually check my emails for a response
and left wondering when I might get an answer. Why should I as a paying customer have to spend my
time chasing support?

Why the F as a client/customer, (ie: someone that is earning the broker business money) have to put up
with a complete lack of service.

Don't get me started on "Chat" support. If it's anything more than a basic question they have no idea
and unfortunately many support have english as a second language and have little understanding
of the nuances of the language, leading to further frustration, having to go over the same question
and try and convey in a different way so hopefully my support person can understand.

Please note the above rant is not exclusive to IG, but they are guilty of 99% of what I have experienced

 

[KoketsoIG]

4 hours ago, Grego999 said:

Is it just me or do others find the complete lack of supports response, is one of the biggest 
downsides to dealing with Brokers such as IG. ??

This is not exclusive to IG but they are at the top of my list.

I emailed new accounts 4 business days ago with a follow up question,  and have still not had a response.
This is not the first time by any stretch of the imagination (as even I am prepared to give the benefit
of doubt, especially around this time of year) If it was a one off, I wouldn't be writing this.

What is really annoying is that I don't even l know if anyone has read my email enquirie/s

No acknowledgement, no notification that it's been received and someone will respond. Nothing!
How long do I need to wait? Even if I received a canned  email response saying we will respond
24/48/72 hours or whatever. I would not have to continually check my emails for a response
and left wondering when I might get an answer. Why should I as a paying customer have to spend my
time chasing support?

Why the F as a client/customer, (ie: someone that is earning the broker business money) have to put up
with a complete lack of service.

Don't get me started on "Chat" support. If it's anything more than a basic question they have no idea
and unfortunately many support have english as a second language and have little understanding
of the nuances of the language, leading to further frustration, having to go over the same question
and try and convey in a different way so hopefully my support person can understand.

Please note the above rant is not exclusive to IG, but they are guilty of 99% of what I have experienced

 

Dear @Grego999,

Thank you for reaching out to us. We apologize for any inconvenience you may have experienced. To address your query about upgrading to Pro Level 1, certain requirements need to be met. 

Please make sure you meet the following criteria:
1. You have a minimum of four quarters' leverage trading experience and have placed at least 15 trades per quarter in qualifying size, OR you have held a professional position in the financial services sector that required experience in derivatives trading for at least 12 months.
2. You have a gross annual income of over $100,000 or Savings & Investments of over $500,000.
3. You pass a short knowledge assessment to demonstrate your understanding of leveraged products.

Once you are certain that you meet these qualifications, please follow these steps to upgrade:
1. Log in to My IG or your IG trading app.
2. Follow the prompt to begin verification for Pro status, or go to 'settings' then 'client and account status'.
3. Complete the additional steps and provide the necessary information to verify your status.
4. Check your emails to find out if you've qualified for Pro.
5. Please note that we may request additional documentation or supporting evidence from you.

All the best!

KoketsoIG